What is Career Matrix ?

"How do we apply our organizational commitment to quality to the way we lead, mentor, teach, and develop our students?" We built this approach to instruction on the foundation provided by five of our core values: Respect, Quality Assurance, Listening, Understanding, and Accountability. We commit to acting on the foundation provided by these values whether we teach jobseekers working to enter IT or whether we teach a company's employees so that they continue growing into their current roles or prepare for future roles.

We frequently encounter many capable individuals who want to kickstart a career working in a high growth bright outlook role, yet they are under employed or unemployed. Often, they experience the double bind that, while they are developing skills for specific job roles, employers want to hire people who’ve already gained experience working in that job role. For the job seeker to gain that experience they first must work in a job performing those skills.

EDI Matrix decided to apply our experience in training, staffing, mentoring, and consulting to this question to develop the market’s missing link: A matrix that incorporates gaining work experience into the learning process. Introducing Career Matrix.

Career Matrix fosters an environment in which each learner can transform her/his understanding, confidence, and skills (behavior) so that each can become a more productive worker, take on new responsibilities, and transition into new roles/careers. To facilitate a transformative environment, we founded Career Matrix’s training approach on the core values of respect, quality assurance, listening, understanding, and accountability.



How we interact with prospective students, current students, and former students is built on respecting and showing respect to each and to all. To support respecting others, we practice focused attention by, first, adopting the related values of Asking Questions and Listening Closely.

Before, during, and after one trains with us, we assume and practice respect for each person by asking several questions to help us get to know each prospective student and their learning needs. Translating this value into our classrooms, our teachers model an inquisitive approach for multiple reasons. First, practicing what Edgar and Peter Schein call Humble Inquiry fosters stronger teacher-student relationships by engaging students with course material in ways that moves them to think critically to untangle complex situations that arise while they apply what they're learning to real world situations. Humble Inquiry also flows more effectively from teachers who, themselves, want to listen well and understand their students, and are driven to keep asking more effective questions. Second, as Michael Marquardt demonstrates, teachers, as classroom leaders, who foster a questioning culture strengthen individual and organizational learning by improving their ability to make decisions, solve problems, and adapt to change, while strengthening their self-awareness.

Asking effective questions goes hand in hand with Listening Closely to the answers they yield (or prompt). Career Matrix teachers practice the International Learning Association's Integrative Listening Model (ILM), which decides to go beyond mere hearing to include four additional stages. First, teachers prepare themselves to listen by understanding their listening context, their students and the listening filters they may apply, as well as the learning task at hand. Second, Career Matrix teachers apply and model the Learning Process Model (LPM): Receive, Comprehend, Interpret, Evaluate, Respond. Third, Career Matrix teachers assess how well they themselves listen effectively, and course correct as needed. Forth, Career Matrix teachers establish for themselves new listening goals. Listening well requires ongoing practice, self-evaluation, and growth. By doing so, teachers model for students both good listening and good growth strategies.


Career Matrix inherits its Quality Assurance DNA from EDI Matrix’s deep roots in Quality Assurance and seeks to integrate QA best practices into each phase of the learning journey. Certainly part of the transformational impact training and education can make on learners is by helping them develop new understanding and new practice skills relating to the job roles they seek.

The US Department of Labor studies job role performance trends and projects which job role types will increase or decrease in demand for each year and each decade. When Career Matrix considers developing training/development programs for job role types, we begin by aligning our organizational strengths with job roles the US Department of Labor projects to grow in demand and provide regular opportunities for those seeking new roles. Before we meet an individual prospective student we have already identified job role types that fit our strengths, that project frequent openings.

The US Department of Labor defined Job Role
Related Professional Certifications
Key job related skills

Career Matrix then works backward from these external standards and job competencies to develop courses that help learners acquire these job related competencies. We, then, build into each course multiple ways of assessing both whether students are mastering these competencies and if we are doing our part effectively to ensure that they master them.

Competencies Based Learning, Instruction, and Assessment: We assess and control the quality of our instructional services and their impact on students by assessing and monitoring each one’s activity, lesson, class, and program performance against targeted job role centered competencies. Our instructors, managers, directors, and other professionals, then, can encourage, mentor, and model ways each student can practice any skills with which they’re still wrestling to ensure that they master them. Assessing and monitoring gives us the data we need to make sound instructional and mentoring decisions for each learner.

Career Matrix defines what we mean by “understanding” through incorporating the widely adopted “Six Facets of Understanding” (Wiggins, G., & McTighe, J., 1998) and the Understanding by Design (UbD) framework from which it comes to the way we design and teach our courses. Designing our courses following the Understanding by Design (UbD) framework allows us to ensure students that what they learn will help them perform their new job role, since we designed each course using the most widely recognized job related skills as our guide. Doing so also gives us an additional rubric against which to assess our effectiveness at cultivating their understanding.

Developing students’ abilities to understand and to think critically go hand-in-hand. To help students engage intellectually with, and to think critically about their work as they develop stronger capacity for higher order thinking in general, we incorporate into our course design, teaching, and assessment methods the Foundation for Critical Thinking's recommendations for engaging learners in higher order thinking challenges about the content and skills they’re acquiring. We implement this by applying the Foundation's "Criteria for Critical Thinking Assignments," and assess students' work against the Foundation's "Critical Thinking Grid." We, then, gradually help students move toward what the Foundation considers to be "Exemplary" higher order thinking skills.

Career Matrix provides job role centered training and credentialing (certification) programs consisting of multiple courses per program. We has chosen each program’s courses based on multiple criteria including, but not limited to,
⦁ Does a course teach skills someone performing this job role would likely know how to do?
⦁ Has the US Department of Labor, Bureau of Labor Statistics validated these skills as appropriate for this job role?
⦁ Does a course prepare students to earn an externally authenticated credential/certification related to that job role?
⦁ Do employers hiring people to fill this job role seek this certification as a way to pre-authenticate an applicant’s potential to be able to perform duties related to this job role?

Through each program, Career Matrix seeks to foster learner transformation. To provide the environment in which transformation can occur, Career Matrix thoroughly integrates training, mentoring, project assistance, and the potential for a paid 16-week Internship or CCPT (Citizens Curricular Practical Training). By integrating training, mentoring, and project assistance, we intend to expand each learner’s understanding, shape new behaviors consistent with their targeted job role, and expand how each learner perceives both themselves and others as they grow.

Within each course that contributes to a program, students experience both asynchronous and synchronous instruction. Each course lesson presents learners opportunities to complete a blend of reading and reflection assignments in which they practice the IBAC model (What is the issue involved? What is/are the appropriate best practices that apply in this case? What is your analysis of the situation? What is your conclusion on how to act in light of what you’ve learned?). Assignments will vary based on course and lesson content and on which competencies the student is developing. As students complete each lesson and course, they discuss and collaborate with fellow learners while increasing their understanding of the material and cultivating their skills related to developing their targeted job role competencies.

Outside the classroom, Career Matrix reinforces new behaviors students are developing by pairing them with mentors who are practicing professionals in related fields, and by giving them several ways to work on real projects under the leadership of their mentors. In the process, learners expand their understanding of what they’re learning, increase their confidence in their own abilities to perform these job related skills, and gain from additional opportunities to think, reflect, dialogue with, and practice under the watchful eyes of their mentors.

This combination of Career Matrix’s values (Respect, Quality Assurance, Accountability), The Matrix (the environment provided by Training, Mentoring and Project Assistance) collectively establishes the foundation on which students learning to think critically, apply their new skills appropriately, and face their future confidently.



15-1253.00 Software Quality Assurance Analysts and Testers


Testing and Defect Identification:

Design and execute test plans: SQA analysts and testers meticulously plan and execute a variety of tests to ensure the software functions as intended across different scenarios and user interactions.

Develop Test Cases: They create comprehensive test cases that cover various functionalities, compatibility aspects, and potential failure situations.

Test Usability: They assess how users interact with the software, identifying any usability issues that might hinder user experience.

Identify and Report Defects: They meticulously pinpoint software bugs, crashes, or errors during testing and document them clearly for developers to address.

Collaboration and Communication:

Work with developers: SQA analysts and testers collaborate closely with software developers. They effectively communicate identified defects, providing detailed reports and working collaboratively to ensure their resolution.

Communicate with Stakeholders: They may also interact with project managers and other stakeholders, keeping them informed about the testing process, identified issues, and progress towards a high-quality software product.

Analysis and Documentation:

Analyze Test Results: They analyze the results of various tests, identify trends, and determine the overall quality of the software.

Manage Documentation: Maintaining detailed records of testing procedures, identified defects, and their resolution is crucial. They ensure proper documentation to facilitate future reference and regression testing.


The United States Department of Labor, Bureau of Labor Statistics (BLS) projects the overall employment of software developers, quality assurance analysts, and testers to grow 25 percent from 2022 to 2032, much faster than the average for all occupations. This translates to an estimated 153,900 new job openings each year on average over the next decade.


Technical Skills

Interest in technology and software: This is a foundational requirement. You should be curious about how software works and enjoy working with it.

Analytical thinking: You should be able to break down complex systems into smaller parts, identify potential issues, and think critically about how software functions.

Attention to detail: A keen eye for detail is essential for spotting bugs and inconsistencies in software.

Basic computer literacy: Familiarity with different operating systems, software applications, and troubleshooting techniques is advantageous.

Programming knowledge (desirable but not always mandatory): Understanding of programming languages can be a big asset, especially for automation testing and working with APIs.

Soft Skills:

Problem-solving skills: Being able to identify the root cause of problems and develop solutions is crucial for SQA Analysts/Testers.

Communication skills: Excellent written and verbal communication are essential for documenting bugs, working with developers, and collaborating with other team members.

Organizational skills: The ability to prioritize tasks, manage time effectively, and juggle multiple projects is important.

Teamwork skills: SQA Analysts/Testers typically work as part of a team, so the ability to collaborate effectively with others is essential.

Patience and perseverance: Testing can be a tedious process that requires patience and the ability to keep working on a problem until it's resolved.

Customer service mentality (desirable): While not always a direct requirement, understanding the user's perspective and anticipating their needs can be valuable for creating high-quality software.

Personality Traits:

Curiosity: A natural curiosity about how things work and a desire to learn new things is important for success in this field.

Methodical approach: SQA Analysts/Testers need to be methodical and systematic in their approach to testing.

Adaptability: The tech industry is constantly changing, so the ability to adapt to new technologies and processes is essential.

Persistence: Don't get discouraged! Finding and resolving bugs can be challenging, but persistence is key.


While a bachelor's degree in computer science or a related field is often preferred, it's not always mandatory.  Some employers may consider candidates with relevant experience and certifications.


SHORT PROGRAM              (120 hours)              $6,500

LONG PROGRAM                (184 hours)             $11,985


13-1111.00 Management Analysts


Management analysts, a category that often includes IT business analysts (IT BAs) under the U.S. Department of Labor classification (15-1191.00), wear multiple hats. They act as problem-solvers, investigators, and strategic advisors, all focused on improving an organization's efficiency and effectiveness.

Understand Business Needs:

Identify business problems: Work closely with business stakeholders to understand their challenges and identify areas for improvement within IT systems and processes.

Analyze business processes: Meticulously examine how various departments and teams interact with technology, pinpointing bottlenecks, and inefficiencies.

Analyze Data: Leverage data analysis techniques to gather insights from business data and identify trends that can inform decision-making.

Bridge the Gap Between Business and IT:

Gather and Document Requirements: Act as a bridge between the business and IT teams. They meticulously document business requirements for IT projects, ensuring a clear understanding of what the business needs from technology.

Develop solutions: Collaborate with IT professionals, like software developers and system engineers, to design and develop IT solutions that address the identified business needs.

Communicate and train: Communicate complex technical concepts to non-technical audiences and training users on new IT systems and processes.

Manage and Projects and Implementation Solutions:

Plan and Manage Projects: Plan and manage IT projects, ensuring they stay on track, meet deadlines, and adhere to budget constraints.

Manage Change: They may also be responsible for developing and implementing change management strategies to help users adapt to new IT systems and processes.

Analyze Cost-benefits: They may be involved in cost-benefit analysis to evaluate the financial feasibility of proposed IT solutions.


The US Department of Labor projects that employment of management analysts, which includes business analysts, will grow 10 percent from 2022 to 2032, much faster than the average for all occupations. This growth is expected to be driven by the increasing need for organizations to improve their efficiency and effectiveness.

IT business analysts are a specialized type of business analyst who works with businesses to understand their IT needs and then design and implement IT solutions to meet those needs. IT business analysts play a vital role in helping businesses to use technology to achieve their goals.


Analytical Skills and Problem-Solving:

Strong analytical thinking skills: Be able to break down complex business problems, identify root causes, and develop data-driven solutions.

Problem-solving skills: Be able to approach challenges from different angles and develop effective solutions.

Business Acumen and IT Knowledge:

Business understanding: A solid understanding of business processes, how different departments function, and key business challenges is essential.

Technical knowledge: While deep coding expertise isn't mandatory, familiarity with IT infrastructure, applications, and emerging technologies is necessary. Understand how technology can address business needs.

Communication and Interpersonal Skills:

Excellent communication skills: IT BAs act as bridges between business and IT. They need to clearly communicate complex technical concepts to non-technical audiences and articulate business needs to IT teams.

Active listening: Listen attentively to stakeholders and understand their needs.

Interpersonal skills: Effective collaboration and teamwork are essential for success in this role. You should be able to build rapport with people from diverse backgrounds.

Additional Attributes:

Attention to detail: A keen eye for detail is necessary for accurately documenting requirements and identifying potential issues.

Project management skills: Some understanding of project management principles can be helpful, especially if you're involved in planning and managing IT projects.

Adaptability and willingness to learn: The IT field is constantly evolving. IT BAs need to be adaptable and possess a continuous learning mindset to stay ahead of the curve.


SHORT PROGRAM              (120 hours)              $6,500

  • Entry Certificate in Business Analysis (ECBA or Certification of Capability in Business Analysis (CCBA)
  • Professional Scrum Master (PSM 1) Certification

LONG PROGRAM                (184 hours)              $11,985

  • Entry Certificate in Business Analysis (ECBA or Certification of Capability in Business Analysis (CCBA)
  • Professional Scrum Master (PSM 1) Certification
  • Certified Professional Technical Communicator (CPTC) Foundation
  • Certified Professional Technical Communicator (CPTC) Practitioner


15-2051.00 Data Scientists


The US Department of Labor, Bureau of Labor Statistics (BLS) considers Business Intelligence Analysts (Data Analysts) to be a subset of the Data Science category and projects a positive outlook for Data Scientists (15-2051.00) with a growth rate of 35% from 2022 to 2032, much faster than the average for all occupations [BLS Data Scientists]. This translates to roughly 17,700 new job openings each year on average over the decade [BLS Data Scientists].


Mathematical, analytical, and creative thinkers pursuing a career in Data Analytics or Data Science.


  • Data Visualization using Microsoft Power BI
  • CompTIA Data+
  • Python Programming and Data Analytics
  • R for Data Analytics and Visualization
  • CertNexus Data Science Practitioner (CDSP)


Data scientists tend to thrive with a blend of analytical and interpersonal skills.

Inquisitive and curious: Data scientists constantly seek to understand the world through data. They enjoy asking questions and delving deep into problems to find solutions.

Analytical and detail-oriented: Data scientists need to be meticulous in their work, ensuring accuracy in data collection, analysis, and reporting.

Critical thinkers and problem solvers: They approach problems logically and systematically, using data to identify patterns and trends to solve complex problems.

Effective communicators: While data scientists might spend a significant amount of time working with data, they also need to communicate their findings clearly and concisely to both technical and non-technical audiences.

Open to new ideas and learning: The field of data science is constantly evolving, so a willingness to learn and adapt to new technologies and approaches is essential.

Mathematics: A strong foundation in math, particularly statistics, probability, calculus, and linear algebra, is crucial for understanding data analysis techniques and building machine learning models.

Programming: Python is the most widely used programming language in data science. Familiarity with R and SQL is also beneficial.

Data wrangling and manipulation: Data scientists spend a significant amount of time cleaning, organizing, and manipulating data before analysis can begin.

Data analysis and visualization: Being able to interpret and effectively communicate insights from data through data visualization tools is essential.


Understanding Business Needs: Meet with stakeholders to understand the business problem or question they are trying to solve.

Collect and Wrangle Data: Collect relevant data from various sources.

Analyze and Model Data: Using statistical methods, machine learning, and other advanced techniques, data scientists extract insights and patterns from the data.

Visualize and Communicate Data: To both technical and non-technical audiences.

Staying Up-to-Date: The field of data science is constantly evolving, so data scientists need to dedicate time to staying current with new technologies, tools, and methodologies.


SHORT PROGRAM (120 hours)             $6,500

  • Microsoft Power BI Data Analyst
  • CompTIA Data+ Certification

 LONG PROGRAM  (240 hours)             $11,985

  • Microsoft Power BI Data Analyst
  • CompTIA Data+ Certification
  • PCEP™ – Certified Entry-Level Python Programmer
  • PCAP™ – Certified Associate in Python Programming
  • PCAD™ – Certified Associate in Data Analytics with Python
  • CertNexus Certified Data Science Practitioner (CDSP)


15-1252.00 Web Developers and Digital Designers


Design and Development:

Design Website and application layouts: Visually layout websites and digital applications, ensuring an aesthetically pleasing and user-friendly experience.

Develop User interfaces (UI): Develop UI elements, such as buttons, menus, and navigation bars, considering factors like usability, consistency, and responsiveness across different devices.

Collaborate with developers: Work closely with web developers to ensure their designs can be translated into functional websites and applications.

Usability and Functionality:

Test Usability: Conduct usability testing to identify any areas where users might encounter difficulties and refine the design to optimize the user experience.

Information architecture: They plan the information architecture of websites and applications, ensuring a logical and intuitive flow of information for users.

Accessibility considerations: They design interfaces that are accessible to users with disabilities, adhering to accessibility guidelines and standards.

Additional Responsibilities:

Continue Learning: The world of web design is constantly evolving. Web and digital interface designers need to stay abreast of the latest design trends and best practices.

Prototyping: They may create prototypes to visually represent design ideas and gather user feedback before final development.

Graphics design: In some cases, they may also be responsible for creating graphic elements like icons and illustrations to enhance the visual appeal of the UI.

Communication and collaboration: Effective communication and collaboration with developers, copywriters, and other stakeholders are essential for a successful web design project.


The U.S. Department of Labor's Bureau of Labor Statistics (BLS) considers the combined role Web Developers and Digital Designers (15-1252.00) to experience an overall job growth of 16 percent from 2022 to 2032. This translates to an estimated 19,000 new job openings each year on average over the next decade.


Technical Skills:

Web development fundamentals: Understanding HTML, CSS, and JavaScript is essential for building the core structure and functionality of web pages.

Familiarity with web development frameworks: Knowledge of frameworks like Bootstrap or React can streamline development and ensure responsive design across different devices.

Content Management Systems (CMS) experience (desirable): Understanding popular CMS platforms like WordPress can be valuable, especially when working on websites that require frequent content updates by non-technical users.

Version control systems (desirable): Familiarity with version control systems like Git is beneficial for collaboration and managing code changes effectively.

Design Skills:

Visual design principles: A strong understanding of visual design principles like color theory, typography, and layout is crucial for creating aesthetically pleasing and user-friendly interfaces.

User interface (UI) and user experience (UX) design: Knowledge of UI/UX design principles helps create interfaces that are not only visually appealing but also intuitive and easy to navigate.

Graphic design software proficiency: Being proficient in design software like Adobe Photoshop, Illustrator, or Figma allows for creating graphics, icons, and other visual elements for web interfaces.

Additional Desirable Skills:

Understand accessibility guidelines: The ability to design interfaces that are accessible to users with disabilities is important for creating inclusive web experiences.

Content creation skills (desirable): Basic understanding of content creation principles like writing for the web and search engine optimization (SEO) can be valuable.

Analytical thinking: The ability to analyze user behavior and website data can inform design decisions and improve the overall user experience.

Problem-solving skills: Web development and design involve troubleshooting and resolving technical challenges. Strong problem-solving skills are essential.

Soft Skills:

Attention to detail: A keen eye for detail is crucial for ensuring websites are visually consistent, function properly, and provide a seamless user experience.

Communication skills: Effective communication is necessary for collaborating with clients, developers, and other stakeholders throughout the design and development process.

Time management skills: Web Developers and Digital Designers often juggle multiple projects simultaneously. Strong time management skills are essential for meeting deadlines and staying organized.


SHORT PROGRAM              (120 hours)              $6,500

  • HTML Certificate
  • CSS Certificate
  • JavaScript Certificate

LONG PROGRAM                (240 hours)             $11,985

  • HTML Certificate
  • CSS Certificate
  • JavaScript Certificate



15-1252.00 Software Developers


Designing and Developing ServiceNow Applications:

Understand business needs: Collaborate with business stakeholders to understand their specific requirements and challenges.

Customize applications: ServiceNow offers a vast library of pre-built applications. ServiceNow developers customize these applications to meet the unique needs of the organization.

Build new applications: When pre-built applications don't suffice, ServiceNow developers create custom applications using the ServiceNow platform and development tools.

Integrate with other systems: They may integrate ServiceNow applications with other enterprise systems like CRM or ERP software to streamline workflows and improve data exchange.

Maintain and Support ServiceNow Applications:

Write clean and efficient code: They adhere to ServiceNow development best practices to ensure the code they write is maintainable, scalable, and secure.

Test and troubleshoot: ServiceNow developers thoroughly test their applications to identify and resolve bugs before deployment. They also provide ongoing support to users and address any issues that arise after deployment.

Stay current with the platform: The ServiceNow platform is constantly evolving. ServiceNow developers continuously learn new features and functionalities to stay current with the latest updates.

Additional Responsibilities:

User interface (UI) development: They may be involved in designing user interfaces for their applications, ensuring a user-friendly experience.

Generate Reports: ServiceNow offers robust reporting capabilities. ServiceNow developers may create custom reports to provide valuable insights to users.

Automate Workflows: A core function of the ServiceNow platform is workflow automation. ServiceNow developers can automate tasks and processes to improve efficiency.


The U.S. Department of Labor forecasts a strong 25% growth for software developers in general over the next decade. While there isn't a centralized source specifically for ServiceNow developers, the overall outlook for software developers with a focus on cloud-based platforms like ServiceNow is highly positive.

ServiceNow Market Growth: The ServiceNow platform itself is experiencing significant growth. Market research suggests the ServiceNow market could reach $15 billion by 2025, up from $4.5 billion in 2020 This rising demand translates to a need for more developers to build and maintain applications on the platform.

Specialized Skills Value: Businesses are increasingly seeking developers with expertise in specific platforms like ServiceNow. Having these specialized skills can make you more competitive in the job market and potentially command higher salaries. ServiceNow developers are generally well-compensated due to the specialization and demand.


Foundational Software Development Skills:

Programming Languages: Proficiency in a general-purpose programming language like JavaScript is essential. Understanding object-oriented programming (OOP) concepts is valuable.

Problem-solving skills: The ability to break down complex problems into smaller, solvable parts is crucial for successful software development.

Analytical thinking: Being able to analyze user needs and translate them into technical solutions is a key attribute.

Logical thinking: Writing clean and efficient code requires logical thinking and the ability to follow a structured approach.

ServiceNow Platform Expertise:

ServiceNow Fundamentals: A solid understanding of the ServiceNow platform, its core functionalities, and its architecture is essential. This can be gained through online courses, certifications, or self-study using ServiceNow resources.

ServiceNow Development Tools: Familiarity with ServiceNow development tools like ServiceNow Studio and scripting languages like GlideScript is necessary for building applications.

Understanding of ITIL: The ServiceNow platform is heavily aligned with ITIL (Information Technology Infrastructure Library) best practices. Having a basic understanding of ITIL principles can be advantageous.

Additional Technical Skills:

Web development concepts (desirable): Knowledge of HTML, CSS, and familiarity with web development frameworks can be beneficial, as ServiceNow applications often have user interfaces.

Database management (desirable): Understanding database concepts and potentially SQL can be helpful for interacting with data within the ServiceNow platform.

API integration (desirable): The ability to integrate ServiceNow with other systems might be required in some roles, so understanding APIs can be valuable.

Soft Skills:

Communication skills: Effective communication is essential for collaborating with business stakeholders, understanding their needs, and documenting technical specifications.

Teamwork skills: Software development is often a collaborative effort. The ability to work effectively within a team is important.

Time management skills: Developers often juggle multiple projects. Strong time management skills are necessary for meeting deadlines and staying organized.

Attention to detail: A keen eye for detail is crucial for writing error-free code and ensuring applications function as intended.


DEVELOPER  PROGRAM               (104 hours)              $6,500

  • ITIL 4 Foundation
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Application Developer (CAD)


15-1211.00  Computer Systems Analysts


Computer Systems Analysts specializing in ServiceNow administration focus on a variety of tasks to maintain and optimize the IT service management platform. Here are some of their core responsibilities:

Manage users and groups: This involves adding, deleting, and modifying user accounts and group memberships within ServiceNow. They ensure the right people have access to the appropriate systems and data.

Create and configure workflows: ServiceNow allows for automating tasks and processes. These analysts design and configure workflows to streamline operations and improve efficiency within the platform.

Manage Incidents and problems: They leverage ServiceNow to track, troubleshoot, and resolve incidents that affect IT services. They also delve deeper to identify and address the underlying problems that cause these incidents.

Manage Change: Implementing changes to the IT infrastructure requires following established procedures. ServiceNow provides tools to manage this process, and these analysts ensure proper procedures are followed to minimize risk and disruptions.

Reporting and analytics: They generate reports and analyze data from ServiceNow to gain valuable insights into IT service performance. This information helps identify areas for improvement and ensure the IT department is meeting the needs of the organization.

Customization and integrations: ServiceNow can be customized to meet specific organizational needs. These analysts configure the platform and integrate it with other IT systems to ensure seamless data flow and maximize its functionality.

In essence, Computer Systems Analysts specializing in ServiceNow administration act as the backbone of the ServiceNow system, ensuring it runs smoothly and effectively supports the organization's IT infrastructure.


The US Department of Labor projects a positive outlook for Computer Systems Analysts (SOC Code 15-1211.00) with much faster than average growth at 10% from 2022 to 2032 [BLS]. This translates to an estimated 37,600 new jobs on average each year over the decade.


Technical Skills:

Understand IT service management principles (ITIL): Familiarity with ITIL (Information Technology Infrastructure Library) frameworks and best practices.

Working knowledge of ServiceNow: This includes expertise in configuring workflows, managing users, and utilizing the platform's core functionalities.

Familiarity with cloud computing concepts: As ServiceNow is a cloud-based platform, understanding cloud computing principles is beneficial.

Database management skills: Knowledge of managing and interacting with databases is often required.

Scripting knowledge: Experience with scripting languages like PowerShell or Python can be helpful for automating tasks within ServiceNow.

Soft Skills:

Analytical thinking and problem-solving skills: Identifying the root cause of issues and developing effective solutions are essential.

Excellent communication skills: Being able to clearly communicate technical concepts to both technical and non-technical audiences is crucial.

Strong interpersonal skills: Collaboration with colleagues from IT and other departments is necessary.

Attention to detail and accuracy: Ensuring data and configurations within ServiceNow are accurate is vital.

Time management skills: These analysts often juggle multiple tasks and projects simultaneously.

Personal Qualities:

Customer service orientation: Providing excellent service to internal users of the ServiceNow system is key.

Ability to work independently and as part of a team: They need to be self-motivated but also collaborate effectively with others.

Adaptability and willingness to learn: The IT field is constantly evolving, so continuous learning is essential.


System Administrator                               (80 hours)                 $3,295

  • ITIL 4 Foundation
  • ServiceNow Certified System Administrator (CSA)

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